01. I have forgotten my combination

Unfortunately once a lock’s combination is set, there is no way to recover or override it.

Sometimes the simplest solution is often overlooked. If your lock is a 3 digit combination lock, and if you have about 30 minutes to spare, then please try all of the possible combinations from 000-999 (000, 001, 002, 003 through to 999). You may think this will take a long time, but it should not take you more than 30 minutes and if the first digit of your forgotten code starts with a 0, 1, 2, or 3…then it will take significantly less than 30 minutes. Try it out, as it will save you from potentially having to buy a new lock.

Otherwise, you can take it to your place of purchase, or to another luggage retailer or professional locksmith to see if they can help.

02. I lost the key to my lock, what can I do?

We suggest that you bring your suitcase or luggage lock to a luggage or lock retailer (perhaps the shop from where you bought your Travel Sentry bag or lock) to see if they can help you to open your suitcase. You may also contact the brand for assistance – just click on the link in our Brands list.

You can also consider bringing your suitcase/luggage lock to a locksmith to open.

03. Where can I use TSA locks? / What countries use TSA locks?

Travel Sentry TSA Locks are a global standard and are not limited where they can be used.

Of course Travel Sentry locks are accepted at every USA-controlled airport from the US Virgin Islands in the Caribbean to the far Pacific Islands like Guam as well as all of the airports on the U.S. Mainland, Hawaii and Alaska – that is over 450 US airports.

The Travel Sentry system is also used at every airport in Canada controlled by CATSA – the Canadian Air Transportation Security Authority.

In fact, there is no place where Travel Sentry locks cannot be used - everyone should lock their luggage and if they are using Travel Sentry TSA Locks then they can travel safely and securely.

The Travel Sentry system is also used by airport security and Customs officers in countries around the world. So rest assured, you can travel with your luggage locked and secured with Travel Sentry TSA Locks.

04. I bought a new suitcase but there are no keys for my lock

The most popular Travel Sentry lock is a combination zipper lock that is mounted on the suitcase. The zipper lock has two slots where the zipper pulls go. You will need to set the combination on the lock to secure the zipper pulls [see directions in Q5 below]. The combination locks the bag. There is a place for a key on a zipper lock, but that is for the security officers to use their tool to open and close the lock for luggage inspection.

05. How can I set my combination?

Since all locks are slightly different, we can only give you general directions.

For Combination Padlocks w/ button setting: Line-up the default combination (0-0-0). Locate a small button somewhere on the side of the lock. With the tip of a pen, simply push that button in and hold it while dialing in your personal combination.
Remember to write down your combination and store it in a safe place.

For Combination Padlocks w/ shackle setting: Line-up the default combination (0-0-0). Pull up the shackle and swivel the shackle all the way to the right so that it is facing exactly opposite to the direction you started at. This is the same as moving a clock hand from 12 o’clock to 6 o’clock.

Press firmly down on the shackle and at the same time turn the shackle back one quarter turn (moving it from 6 o’clock back to 3 o’clock) where the shackle is ‘held’ into the down position.

Set your own combination on the face of the lock with the small circles between the dials.

Finally turn the shackle back to the 6 o’clock position – pull it all the way up – turn the shackle back to 12 o’clock and lock the lock as normal.

When resetting a shackle lock it is critical that you press down ALL the way on the shackle at the reset position (either 90 or 180 degrees rotated away from the locked position). Some lock types require you to push down and then turn the shackle to the reset position – not getting the shackle fully to the reset position is one of the biggest causes of a combination setting going wrong. Remember to write down your combination and store it in a safe place.

For Combination Zipper locks: With the lock in the 0-0-0 position, push the reset button in with a pen until you hear a 'click' sound. The reset button is located at the back of the lock, next to the where the zipper pulls will rest when the bag is locked. Next, turn the dials to your desired personal combination. Then push in the button at the front of the lock and you will hear the reset button 'click' again. Now you have finished setting your personal combination. Check to be sure the button at the front of the lock releases the zipper tabs and moves freely at your desired combination. Before turning the dials to lock the case, write down your combination and put it in a safe place. Also, you can repeat the above steps to reset your combination.

For Combination Lock straps: Set the combination to 0-0-0. Open the lock by pressing the release button. Once unlocked, place a pen or other similar pointed object on the end of the metal rod and push in. While pushing in, set/reset your combination. Releasing the button locks your combination. Remember to write down your combination and store it in a safe place.

When resetting a cable or strap lock make sure you have pushed the reset button or bar ALL the way down and keep it firmly depressed when changing the combination.

Other Suggestions for Setting Your TSA lock

Check with the store where you purchased the lock. They should be able to either help you set the combination or can show you the instructions from a similar lock.

Contact the distributor of this brand of lock. See Brands for a listing.
Specialty baggage stores may have sales people with experience setting combination locks. Check with one near you and see if they can help. See the Store Locator for shops near you.

Remember to write down your combination and store it in a safe place just in case you forget it.

06. I lost my key, can I get a replacement?

There are thousands of different key combinations. To get a replacement key, please contact the brand of luggage here on our website under BRANDS. It will help if you are able to give them any code or codes that are etched or printed on and around the cylinder face

If you cannot open your suitcase, we suggest that you bring it to a luggage store or a locksmith to see if they can help.

08. Security Officers opened my lock and now the search indicator is red; they did not reset it to green - how can I relock it?

Insert a small bladed item such as the tip of a knife or a fine, flat blade screwdriver about 1-2 mm into the face of the lock. Then turn it towards the lock position.That is all that is necessary to reset the lock.

Note that this will only work going from the “unlock” to the “lock” position, not vice versa.

For combination zipper locks: Set the dials to your opened number position, e.g. your combination. Press the button on the end with the tip of a pen or a similar object and you will see the indicator window return to green color. As above, this will only restore the indicator.

09. My lock was broken after my flight - what can I do? Can you replace it?

There are two likely scenarios a lock is broken during travel by air:

Baggage handling systems (conveyor belts and other automated systems) and manual handling all take a toll on your baggage and your lock. The airlines are responsible for damage that exceeds the definition of "normal wear and tear". File a claim with your airline without delay.

Airport Security Officers inspect millions of pieces of baggage every day. It is faster and easier for them to open your Travel Sentry locks using their special Travel Sentry tools than it is for them to cut or break open a lock. However, it is rare but possible, that the Security Officer may have to cut open a Travel Sentry lock if it has been damaged or malfunctioning in some way. Should this occur, the Screening Agencies are not liable for damage to your lock
.

Look for the Notice of Baggage Inspection form from the TSA inside your bag. If your lock is damaged and there is a TSA Notice inside the bag, contact the Brand that you purchased. Most Brands participating in the Travel Sentry system will replace locks under these circumstances.
If a TSA Notice is not inside your bag, it is likely that airline handling is the cause of damage. File a claim with your airline without delay.

Lastly, sometimes in the rush to get all bags inspected and onto their flights, locks are sometimes [but rarely] left behind. The Security Officers are very careful to relock bags but you will understand that with so many bags being screened occasionally a lock is left behind.

In this case, we can only suggest you to buy another lock. It is not likely the original padlock could be recovered

10. My lock was missing after my flight - can you replace it?

1. Travel Sentry, working with the airports has identified that most instances of missing locks are a result of airline baggage handling. Locks can be torn off when caught in conveyors belts or from centrifugal force when baggage is ejected by baggage "pushers" which are part of many automated conveyor systems. Often the weakest links are the zipper pulls on baggage – not the locks themselves. Travel Sentry recommends buying baggage with "kissing sliders" which hold the lock much more securely and minimize the effect of airline baggage handling. When rough airline handling is suspected you should file a claim with your airline without delay.

2. There are instances when a Screening Officer has failed to replace a lock removed in order to open the bag for screening. Look for the Notice of Baggage Inspection form from the TSA inside your bag. If your lock is missing and there is a TSA Notice inside the bag, contact the Brand whose product you purchased. Most Brands participating in the Travel Sentry system will replace locks under these circumstances.

11. I am having problems with my combination lock. What do I do?

12. How can I be sure that my lock cannot be opened by someone else?

Luggage locks are an effective first line of defense but just as with automobiles and houses a determined thief can force their way in. All Travel Sentry Approved locks must meet our standards that are much higher than the luggage locks on the market before 2003. Be sure to set a combination that cannot easily be guessed. Avoid 0-0-0 or 1-2-3. By taking reasonable precautions you can lock, protect and relax.

13. Why should I lock my suitcase? / Why should I use TSA locks for countries which do not inspect luggage like the USA?

Locking your luggage protects your possessions from theft, tampering and potential misuse by smugglers. Locking your luggage also provides a layer of protection and deterrence from having luggage opened in those areas that are not monitored, such as airplane luggage storage bays, hotel rooms, concierge storage areas, etc.

14. I messed up doing the setting instructions correctly. Now the shackle is in the down position, outside of the lock hole. No matter which way I turn it, it does not release.

Most manufacturers and distributors of Travel Sentry® Approved locks have a very strong warranty replacement policy.We suggest you contact the brand distributor of the locks you are having problems with or return them to the place where they were purchased.

15. How do I know that the TSA opened and inspected my suitcase?

16. How safe is the Travel Sentry system?

The Travel Sentry tools are held by the Security Officers and not available to airport staff. Each set of secured tool is controlled government property and unlawful to duplicate. Most luggage inspection locations are equipped with video surveillance.

01. I forgot my combination or my combination does not work anymore – what can I do?

Unfortunately there is no simple way to open your lock or reset the combination if you forget the combination. Some specialty baggage repair facilities or professional locksmiths have the know-how to do this.

02. My lock was broken when travelling – what can I do?

There are two likely reasons a lock is broken during air travel:

01.

Baggage handling systems (conveyor belts and other automated systems) and manual handling all take a toll on your baggage and your lock. The airlines are responsible for damage that exceeds the definition of "normal wear and tear". File a claim with your airline without delay.

02.

Airport Security Officers inspect millions of pieces of baggage every day. It is faster and easier for them to open your Travel Sentry locks using their special Travel Sentry tools than it is for them to cut or break open a lock. However, it is rare but possible, that the Security Officer may have to cut open a Travel Sentry lock if it has been damaged or malfunctioning in some way. Should this occur, the Screening Agencies are not liable for damage to your lock

Look for the Notice of Baggage Inspection form from the TSA inside your bag. If your lock is damaged and there is a TSA Notice inside the bag, contact the Brand that you purchased. Most Brands participating in the Travel Sentry system will replace locks under these circumstances.

If a TSA Notice is not inside your bag, it is likely that airline handling is the cause of damage. File a claim with your airline without delay.

03. My lock is missing after my flight – what happened?

There are two likely reasons a lock is missing after air travel:

01.

Travel Sentry, working with the airports has identified that most instances of missing locks are a result of airline baggage handling. Locks can be torn off when caught in conveyors belts or from centrifugal force when baggage is ejected by baggage "pushers" which are part of many automated conveyor systems. Often the weakest links are the zipper pulls on baggage – not the locks themselves. Travel Sentry recommends buying baggage with "kissing sliders" which hold the lock much more securely and minimize the effect of airline baggage handling. When rough airline handling is suspected you should file a claim with your airline without delay.

02.

There are instances when a Screening Officer has failed to replace a lock removed in order to open the bag for screening. Look for the Notice of Baggage Inspection form from the TSA inside your bag. If your lock is missing and there is a TSA Notice inside the bag, contact the Brand whose product you purchased. Most Brands participating in the Travel Sentry system will replace locks under these circumstances.

04. I lost my key for Travel Sentry lock - how can I get a new key?

01. Help with MISSING baggage?

Less than 1% of the four million pieces of airline baggage checked every day are "lost." The bad news is that this means that up to 40,000 bags may be mishandled daily. The good news is that most of these will be located and returned to their owners within 24-36 hours.

What can you expect your airline to do for you?

FIND – The last airline you traveled with on your itinerary is responsible to locate your baggage. If you arrive at your destination, and your checked baggage does not, go immediately to the airline baggage services office in the arrivals area and file a claim with your airline.

DELIVER – If the airline was responsible for losing your bag the airline will usually deliver it to you at their expense.

INTERIM EXPENSES – Also known as "First Needs" or "Out of Pocket" expenses. Very few airlines will offer to cover the costs of items you need while your baggage is lost. Usually you have to ask. You are more likely to be compensated if you flew in First or Business Class, or are an elite member of the airline's frequent flier program. If you are arriving at your "home" airport most airlines will refuse interim expenses.

Why do bags go missing?

Well over half of all baggage which is reported as "lost" is actually baggage which did not make the transfer between connecting flights. Most of these bags are delivered on later flights. Some airlines and some airports are much better at managing this problem than others.

Other reasons baggage goes missing include:

The bar code baggage tag could not be read by the automated airline baggage handling system and the baggage was delayed due to "manual" handling. Often more than15% of these tags can not be read by the automated "readers".

The baggage missed the originating flight because the passenger checked-in late, the baggage was delayed in security screening (often because a non-TSA lock was used), or the airline accidentally left the bag behind.

A small percentage of bags go missing when taken in error by another passenger at the baggage claim area. Protect yourself. Put distinctive markings, tags, ribbons or tape on your bag. Make yours look different.

02. Help with DAMAGED baggage?

Damaged baggage is an unfortunate fact of travel. The airlines typically view baggage as a container meant to protect your belongings during travel. This is why they take no responsibility for "normal wear and tear" to baggage; similar to the post office who takes no responsibility for soiled or torn packages.

That still leaves a number of cases where damage is beyond wear and tear, is not normal, and is a direct result of poor handling by the airline. As always, it is best to report this damage to the airline immediately (before you leave the airport) and always within 24 hours.

What can you expect your airline to do for you?

DAMAGE – If the airline accepts responsibility for damaging your bag the airline will usually take responsibility for repairing it for you. Often this is done at a central repair facility so you may be without your bag for some time while repairs are made.

REPLACEMENT – Often it is easier and cheaper for the airline to simply replace your bag. You may need to negotiate with the airline to avoid being given a "generic" replacement bag from their supplier. You can try to offer to buy an identical replacement bag and pay the difference yourself for the "better" bag so long as the airline contributes to the replacement cost.

How to avoid baggage damage?

The first rule is to buy good baggage appropriate to your needs. See Help with choosing the right baggage below.

The second rule is to not over pack. Heavy baggage is not easy to handle and is more likely to get dropped and abused. Heavy contents put an extra strain on the handle, the frame and even the locks.

The third rule is to either not pack liquids (which is difficult because you can not carry these on) or at least to pack these liquids with two points in mind:

Liquids can break open. First wrap any liquids in materials which can help protect these containers from shock and which can help absorb the liquid if the container does break or leak. Next, wrap all of this in at least one layer of heavy plastic (like a trash or rubbish bag) and tie it closed in a knot – do not rely on a drawstring.

Liquids can leak. Because of the difference in air pressure at altitude versus ground level there is relatively greater pressure inside a container of liquid during flight. This may cause anything but the most tightly closed and sealed containers to leak. First make sure that the lid or cap is secured tightly before you pack. Next, follow the precautions outlined above to contain the leak should it happen.

03. Help with ITEMS MISSING from baggage

When you turn your baggage over to an airline you might be surprised to know how many different people have access to your baggage during handling.

Between check-in and the aircraft, baggage goes through security screening. While it is possible that items can "go missing" at this stage, the fact is that the screening areas are usually well supervised. Many are under video surveillance (for the protection of the screening officers and the TSA) and the time each bag is with TSA is usually a matter of minutes if not seconds.

After security screening, baggage goes to the "make-up" area for your flight. Here baggage is now under the airline's control and is loaded into containers or on carts which then are moved to the airplane. Here there are often opportunities for baggage handlers to get inside baggage without being seen.

Baggage is again vulnerable when it is, loaded into the aircraft where workers have access to the baggage inside the cargo hold or "belly" of the aircraft.

This entire process is repeated during connections and at arrival at the final destination.

It is important to note that today baggage handling has been outsourced to third party contractors at many airports and many airport workers are not airline employees with little loyalty to the airline you are flying.

Many people handle your baggage and there are many unsupervised opportunities to steal. If this happens, you most likely will not even notice it until you unpack your baggage – long after you have left the airport. Remember that you need to contact your airline immediately and certainly within 24 hours of arriving, to make your claim.

What can you expect your airline to do for you?

PILFERAGE – The airline probably will not even take the time to look for the missing item. The airline will also deny liability if the item has any significant value or was perishable. The airline will ask you to prove the original value of the item and if they accept responsibility will likely offer you less than you paid for the item because of depreciation (which means that things lose value with use and with age).

01. Airlines

The airline baggage claims process generally work like this:

Regardless of the type of claim (lost, damaged or pilferage) the airlines require that problems be reported as soon as possible. In practice this means before leaving the airport. Technically, most airlines' "Contract of Carriage" requires this initial claim to be filed within 24 hours of flight arrival for domestic flights and within 7 days for international flights.

The purpose of the claim is initially to try and fix the problem; to find a lost bag or a missing item for example. When it is clear that the missing bag or items have not been found, or that a bag requires repair, the claim form serves a second purpose – to provide information for settling the claim.

Claims forms usually ask for a lot of detailed information including where specific items were purchased, the original price and when purchased. Claims Agents use this information to calculate a settlement offer. They will exclude the value of items which are valuable, perishable or fragile as these are not covered in the "Contract of Carriage". The Claims Agent will also usually depreciate the value of an item based on its age and use. This means that a claim for items totaling over $1,000 when new could be valued at a fraction of that based on the nature of the items and their age.

These claims forms should be submitted as soon as possible but usually not later than 21 days after travel. Late claims can be denied by the airline.

An airline might ask for additional information – if so, do not delay in replying as this also could be grounds for denying your claim.

Typical airline baggage claims are settled within one to three months time.

01. Hard side versus soft side baggage

There are trends and fashions in baggage just as there are in clothing. Thirty years ago almost all baggage was hard-side. Since then the trend has been to soft-side or zippered baggage (up to 70% of baggage was zippered baggage in 2003). Today, with lighter materials and new construction, hard-side baggage is making a comeback. What are the benefits of each?

Hard side

Pro – Hard side gives better protection against theft (they are harder to break open), protection against crushing the contents and the best protection against water (baggage is frequently left in the rain at airports and a hard side bag will offer much more protection than a soft side or material based bag).

Con – because the sides are not flexible hard side bags are harder to "stuff" those extra purchases into. When the bag is full it is full. There is not much margin for error.

Comments:

there are many new hard side bags with a comparable "empty" weight to soft side bags. So the weight issue is no longer such a big factor in choosing between the two types.

A typical airline baggage container (those aluminum boxes you see being loaded on the airplane) holds about 35 bags. Bags average between 20 and 40 pounds or 10 to 20 kilos each. If your bag is loaded first it could have more than 200 pounds or 100 kilos of baggage on top of it for the whole flight. That fact, plus the overall protection against theft and rain damage, means that more experienced international travelers use hard side bags.

Soft Side

Pro – if you like to carry-on your baggage chances are you will have a better chance with most soft side models. If it is too big or the flight is too full it is still tough enough to go into the belly of the aircraft as checked baggage. It also helps that soft side baggage can expand more than hard side baggage when you pick up one too many purchases on a trip.

Con – Soft side bags are more vulnerable to theft – they are easier to get into than hard side baggage. And because most soft side baggage is made from material that "breathes" it can also absorb water if left outside in the rain which often happens with airline baggage.

Comments:

soft side baggage tends to be less expensive than hard side baggage

soft side baggage offers more flexibility in what can be packed because it can usually expand to take that little bit more.

02. Size and Weight

The airlines worldwide are changing their free baggage allowances. More and more airlines are starting to charge for every piece of checked baggage and most airlines now strictly limit what can be checked, even if an extra fee is paid.

Because each airline sets its own rules on baggage it is important to check directly with your airline to confirm your baggage allowance. This allowance can be different depending on class of service (First, Business or Economy), destination, aircraft and even time of year. See Travel Resources for a list of links to airline websites.

Just as weight limits are changing, so too are size limits now being enforced. Again, check with your airline to be sure.